广州招聘

The Training & Quality Team Lead actively interfaces and aligns with the Global Customer Service Training and Quality department to identify department objectives, materials, process, needs analysis, curriculum design, delivery, performance and success measurements for the Customer Service Operations. The Team Lead will also be responsible to coordinate schedules and resources in all locations in Asia to effectively facilitate department trainings; new hire training, skill/refresher training modules, technology based training, and other modules deemed appropriate.

Function description:
? With the global team, continually conduct needs assessments to develop the basis for effective training programs.
? Assess, plan, evaluate and measure training and quality materials/processes to achieve maximum efficiency.
? Analyze performance data to determine effectiveness of instructional systems, courses, or instructional materials. Regular participation in delivery and facilitating training modules/sessions.
? Work with global and local HR Learning and Development teams to ensure schedule and course delivery.
? Provide leadership, mentoring and guidance to the Training and Quality Team in Asia.
? Conduct performance appraisals and feedback sessions as needed.
? Be the main point of contact and representative of the Training and Quality Team for Asia.
? Take charge of day to day functions related to managing the Training and Quality Team. This includes, but is not limited to, scheduling, attendance, work distribution, setting of productivity and quality targets.
? Develop specific performance metrics for the Training and Quality Team.
? In charge of recruitment for the Training and Quality Team in Asia.
? Collaborate with different departments in ensuring accuracy of training materials, and on projects that can benefit the company.
? Other duties that may be assigned as the need arises

Requirements
? Proven experience in training, quality, performance management, call monitoring, and agent development
? 1-3 years relevant experience in a Team Leader position
? Experience in a tourism environment (preferred)
? Capacity to lead and motivate teams
? Excellent communication skills
? Fluent in English, both written and spoken plus another language
? Capability in delivering and creating training modules
? Good understanding of contact center KPIs and SLAs
? Effective training/public speaking skills in a classroom/audience environment.
? Ability, some experience with adult learning
? Ability to manage change with positive results.
? Above average verbal and written communication skills.
? Commitment and demonstrated dedication to uncompromised customer service.
? Excellent interpersonal skills with the ability to develop rapport and communicate with various groups of people to include staff, peers, vendors and customers.

Booking.com, part of Priceline.com (Nasdaq:PCLN) is Europe's leading online hotel reservations agency by room nights sold, attracting over 35 million unique visitors each month via the Internet from both leisure and business markets worldwide.
Established in 1996, Booking.com offers competitive rates for any type of property, ranging from small independent hotels to a five star luxury. The site is available in 41 languages and offers over 275,000 hotels in 110 countries.

The company's headquarters are located in Amsterdam. We have more than 4,000 employees working in 55 offices worldwide. We believe that the passion of our employees is our strength and this is what drives us towards an outstanding performance.
We offer an international, young and dynamic working environment with a culture that is open, innovative and performance orientated.If you would like to be part of our team, if you think you can make a difference to our rapidly expanding business, come and have a look at our job opportunities.